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Problem with connection and CM700

Regular Visitor

Problem with connection and CM700

Hi,

 

I'm experiencing multiple internet drops per day, and tech support hasn't been able to resolve it yet.  Usually the claim is that the modem is bad- but we've had the same problem with this modem as well as with an older surfboard.  I'm posting the logs from the CM700 here in case someone can help.  Thanks.

 

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 621000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 1 477000000 Hz 11.5 dBmV 38.9 dB 1 0
2 Locked QAM 256 2 483000000 Hz 11.5 dBmV 38.6 dB 1 0
3 Locked QAM 256 3 489000000 Hz 11.5 dBmV 38.6 dB 2 0
4 Locked QAM 256 4 495000000 Hz 11.5 dBmV 38.6 dB 4 0
5 Locked QAM 256 5 501000000 Hz 11.4 dBmV 38.9 dB 2 0
6 Locked QAM 256 6 507000000 Hz 11.4 dBmV 38.9 dB 8 0
7 Locked QAM 256 7 513000000 Hz 11.3 dBmV 38.6 dB 9 0
8 Locked QAM 256 8 519000000 Hz 11.5 dBmV 38.9 dB 6 0
9 Locked QAM 256 9 525000000 Hz 11.4 dBmV 38.6 dB 3 0
10 Locked QAM 256 10 531000000 Hz 11.1 dBmV 38.6 dB 10 0
11 Locked QAM 256 11 537000000 Hz 11.0 dBmV 36.6 dB 14 0
12 Locked QAM 256 12 543000000 Hz 11.0 dBmV 37.6 dB 16 0
13 Locked QAM 256 13 555000000 Hz 11.0 dBmV 38.6 dB 5 0
14 Locked QAM 256 14 561000000 Hz 11.0 dBmV 38.6 dB 15 0
15 Locked QAM 256 15 567000000 Hz 10.6 dBmV 37.6 dB 26 0
16 Locked QAM 256 16 573000000 Hz 10.6 dBmV 37.6 dB 26 0
17 Locked QAM 256 17 579000000 Hz 10.5 dBmV 37.6 dB 17 0
18 Locked QAM 256 18 585000000 Hz 10.3 dBmV 37.6 dB 20 0
19 Locked QAM 256 19 591000000 Hz 10.3 dBmV 37.6 dB 30 0
20 Locked QAM 256 20 597000000 Hz 10.1 dBmV 37.6 dB 25 0
21 Locked QAM 256 21 603000000 Hz 9.8 dBmV 37.3 dB 45 0
22 Locked QAM 256 22 609000000 Hz 9.5 dBmV 37.3 dB 55 0
23 Locked QAM 256 23 615000000 Hz 9.3 dBmV 37.6 dB 55 0
24 Locked QAM 256 24 621000000 Hz 9.1 dBmV 37.3 dB 68 0
25 Locked QAM 256 25 627000000 Hz 8.9 dBmV 37.3 dB 76 0
26 Locked QAM 256 26 633000000 Hz 8.9 dBmV 37.3 dB 51 0
27 Locked QAM 256 27 639000000 Hz 8.8 dBmV 37.3 dB 56 0
28 Locked QAM 256 28 645000000 Hz 8.8 dBmV 37.6 dB 50 0
29 Locked QAM 256 30 651000000 Hz 8.4 dBmV 37.3 dB 102 0
30 Locked QAM 256 31 657000000 Hz 8.0 dBmV 37.3 dB 88 0
31 Locked QAM 256 32 663000000 Hz 8.0 dBmV 37.3 dB 76 0
32 Locked QAM 256 33 669000000 Hz 8.0 dBmV 37.3 dB 61 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 68 5120 Ksym/sec 16600000 Hz 34.5 dBmV
2 Locked ATDMA 67 5120 Ksym/sec 23000000 Hz 34.3 dBmV
3 Locked ATDMA 66 5120 Ksym/sec 29400000 Hz 34.8 dBmV
4 Locked ATDMA 65 5120 Ksym/sec 35800000 Hz 33.5 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

 

 

 

Time Priority Description
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:18 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:02:27 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 08:14:07 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Feb 24 2019 08:14:42 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 08:15:06 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 24 2019 08:42:32 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 08:43:15 Critical (3) Ranging Request Retries exhausted
Feb 24 2019 08:43:15 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:43:16 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 08:43:53 Critical (3) Ranging Request Retries exhausted
Feb 24 2019 08:43:53 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:43:54 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 08:44:21 Critical (3) Ranging Request Retries exhausted
Feb 24 2019 08:44:21 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 08:44:22 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 08:48:03 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Feb 24 2019 08:48:40 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 08:49:03 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 24 2019 09:06:10 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 09:17:12 Critical (3) Ranging Request Retries exhausted
Feb 24 2019 09:17:12 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 09:17:13 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 09:21:24 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Feb 24 2019 09:22:20 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 24 2019 11:48:41 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 18:32:32 Critical (3) Ranging Request Retries exhausted
Feb 24 2019 18:32:32 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 18:32:32 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 18:32:42 Critical (3) Ranging Request Retries exhausted
Feb 24 2019 18:32:42 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 24 2019 18:55:44 Critical (3) No Ranging Response received - T3 time-out
Feb 24 2019 19:00:03 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Feb 24 2019 19:00:42 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 25 2019 01:49:18 Critical (3) No Ranging Response received - T3 time-out
Feb 25 2019 02:04:40 Critical (3) Ranging Request Retries exhausted
Feb 25 2019 02:04:40 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 25 2019 02:04:40 Critical (3) No Ranging Response received - T3 time-out
Feb 25 2019 16:57:09 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Feb 25 2019 16:57:36 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 25 2019 16:58:04 Critical (3) No Ranging Response received - T3 time-out
Regular Visitor

Re: Problem with connection and CM700

The last outage was around 10:30 on 2/25.  I'll get my wife to copy the log as soon as the modem reboots after then next time it goes down.

 

Just realized that I may not have fully explained the problem- when this happens, the modem ends up resetting.  My wife frequently speeds up the process by pressing the reset button on the modem.  She's a telecommuter, and has many video conferences during the day, so is getting pretty frustrated with the situation.  Apparently she was recently on a call with someone in Zimbabwe, and was embarrased to be the one with the bad internet connection that caused the call to drop.

Regular Visitor

Re: Problem with connection and CM700

It's now gone down at least 12 times in the last two days during working hours.  I've got a tech coming this morning, but am about to give up on this.

Highlighted
Expert

Re: Problem with connection and CM700

Your downstream power is higher than it ought to be. There's something off with your cable lines - bad splitter or cables, maybe an amplifier where it's not needed.  The tech should be able to identify where the problem is. 


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Regular Visitor

Re: Problem with connection and CM700

Awesome.  Thanks, darkangelic.

 

An update- I had one tech come out, and claimed that everything was fine.  He ended up putting "equipment failure" on the ticket, blaming it on my self-owned modem.  I've now swapped the CM700 for a trusty surfboard 6141, and am having the same problems.  I've got another tech coming on Friday, but if he gives me the runaround, I'm afraid I'm going to have to jump ship for (ugh) DSL.